There are two stores by me and the employees in both are pretty knowledgeable, though I've had the same problems when I try calling. There are however other stores in the area that are exactly as you described. Luckily the stores in my area aren't as bad.

I never ever sell my games there, at least for the last 2 years or so. eBay works better. I've played and sold a few games now that I eventually ended up buying GOTY editions of months later.